Customer Experience & Support Specialist

Re.Group; City of Melbourne; On-site; AUD 52,000 - 70,000; Full time

Benefits offered by this job

Exclusive retailer discounts

Employee Assistance Program

Novated car leasing

Career progression

Wasteless society initiative

Job summary

Return-It, a wholly owned subsidiary of Re.Group, is seeking a Customer Service Officer in Oakleigh, Victoria. You will respond to inquiries via phone, email, and chat, resolve issues, and document interactions in our CRM.

This role operates on a 38-hour week with a rotating roster from Monday to Sunday, including one in three weekends. You will work closely with the team to ensure a positive customer experience, collaborating with billing, product and support teams to address concerns and

Qualifications

• Proven relevant experience in customer service or customer-facing role.
• Excellent verbal and written communication skills.
• Strong empathy and interpersonal skills.
• Problem-solving and creative thinking for customer issues.
• Proficiency with customer service software and CRMs.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Respond promptly to customer inquiries across phone, email, and chat.
• Provide accurate information on products, services, pricing, and policies.
• Troubleshoot technical issues and escalate when needed.
• Handle complaints with empathy and resolve per policies.
• Process tickets and refunds accurately.
• Document interactions in the CRM system.
• Collaborate with other departments to resolve cross-functional issues.
• Collect customer feedback for product improvements.
• Maintain professionalism and confidentiality.

Skills

Customer service

Verbal communication

Written communication

Empathy

Multitasking

Tools

CRM software

Job description

Return-It, a wholly owned subsidiary of Re.Group, is seeking a Customer Service Officer in Oakleigh, Victoria. You will respond to inquiries via phone, email, and chat, resolve issues, and document interactions in our CRM.

This role operates on a 38-hour week with a rotating roster from Monday to Sunday, including one in three weekends. You will work closely with the team to ensure a positive customer experience, collaborating with billing, product and support teams to address concerns and